Job details

Collections Team Manager
Manchester

Job reference: 002904

Closing date: 30/06/2019

Salary: Competitive

Department: Financial Services

Hours per week: 36.17 hours per week

Your role as Collections Team leader is to Lead, Motivate and Develop a Team of Customer Recovery Advisors to deliver the key performance standards geared towards meeting the ever changing needs of our Customers. 

You will be responsible in ensuring the delivery of positive interaction outcomes which are appropriate for both the Customer and the Business and lead to account rehabilitation and future shopping opportunities.  In addition, you will drive continuous improvement ensuring the team continues to evolve the right cultures and behaviours that encourages individuals to grow in a fast moving contact centre environment.

As team leader here at N Brown you will:

  • Evaluate and assess telephony interactions and provide development support to Advisors to ensure they can effectively understand the cause, diagnosis and prognosis of a Customers Financial situation in order to reach an outcome which is appropriate for both the Customer and the Business.
  • Manage the productivity of both the team and the individual Advisors. Work closely with the Resource planning and Campaign Management/Dialler Team to ensure that the resource objectives are fulfilled to meet service levels and Customer contact requirements.
  • Conduct effective appraisals and performance reviews which encourage development, growth and career progression through a clearly defined performance programme.
  • Utilise MI and Business Intelligence to manage team performance and results. Use exception reporting to spot trends and/or gaps in team or individual output and set improvement plans as appropriate.
  • Identify ways to improve processes, efficiencies and ways to make or save money. Champion   process changes that improve the Customer experience, and undertake projects as required.
  • Regulatory/FCA; demonstrate a clear understanding of all appropriate regulatory and FCA guidelines pertinent to Customers, Colleagues and the Business and ensure the continual implementation of these requirements.
  • Customer Complaints/Dissatisfaction: Understand complaints received into the business area and work together at all levels to identify trends and root causes.  Take ownership of escalated complaints and minimise dissatisfaction by engaging with the Customer and agreeing timely and appropriate solutions.

 

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